Client Support Lead

À TELUS Santé, nous donnons à chacun les moyens de vivre plus sainement. Guidés par notre vision, nous exploitons la puissance de notre technologie de pointe et misons sur l’unicité des personnes pour créer le futur de la santé. En tant que chef de file mondial des services de santé et de bien-être – englobant la santé physique, mentale et financière – TELUS Santé améliore les résultats en matière de santé pour les consommateurs, les patients, les professionnels de la santé, les employeurs et les employés.

The Client Support Lead ensures exceptional client satisfaction by proactively monitoring requests, coordinating with internal teams, and overseeing timely, high-quality issue resolution. They facilitate communication through regular meetings, manage change orders, and uphold service level agreements. Additionally, they support process improvements and collaborate with leadership to ensure effective team staffing.

Join a supportive and collaborative team spanning Canada and the US, where you'll engage in meaningful work by resolving issues efficiently and ensuring client satisfaction. Enjoy an inclusive company culture with virtual team events and a shared commitment to success.

What's in it for you:

• 100% work from home Full-time permanent position
• Annual bonus and customizable benefits
• Paid vacation and additional wellbeing days
• Wellbeing expense account
• 5000$ in mental health support annually
• Discounts on TELUS products and services

Responsibilities

• Establish and maintain excellent client relationship & satisfaction.
• Proactively monitor client satisfaction, and collaborates with the Client Manager and other key stakeholders.
• Monitor and track all client requests to ensure work is appropriately assigned to various internal teams, has clear ownership and accountability, completed in a timely manner with quality, and is being handled under the appropriate billing account.
• Attend and prepare regular status meetings with the client.
• Works directly with the internal team to resolve incidents and provide client support.
• Where appropriate, peer review responses from team members to the client.
• Perform regular follow-ups with the different support teams involved in root cause analysis and functional support to make sure the service level agreements are respected.
• Participate in the analysis of requests for changes to our solution or internal processes.
• Organizes and manages change order projects as may be required to deliver "Out of Scope" work, including preparation of change order, coordination with the various teams and deployments to client.
• Collaborate with the Support Team Manager and Client Manager to ensure support team is appropriately staffed.

Requirements

• Degree in Business Administration, Information Technology, Computer Science, Finance, Engineering, Economics, Mathematics, Statistics, Project Management or related field.
• 3+ years experience as a Business Analyst in corporate environments.
• 1+ year experience in software Quality Assurance.
• Intermediate to advanced level with Microsoft Excel (providing reports and Vlookups).
• Strong ability in data analysis.
• Experience with Agile and Waterfall methodologies.
• Experience with Azure DevOps, an asset.
• Solid ability to understand clients' requirements and identify the best way to respond to it.
• Be able to manage priorities and meet deadlines in a changing environment.
• Excellent communication skills in English (oral or written) with external clients and internal team members at all levels.
• Knowledge of Canadian or US pension plans administration, an asset.
• Be available for occasional travel and on call support after hours.